Service Delivery Manager
Resume:
AMERY KRISTELLE E. DE GUZMAN
** * ****** ****** ************* Village, Paranaque
*********@*****.***
SUMMARY OF QUALIFICATIONS
Amery has been in the industry for 12 years, she is a SAP BW consultant/Project Manager for over 10 years. She started in an Engineering Industry; she was a Network Engineer / SAP end user for 2 years.
She was trained by the client in the Netherlands on how to design telephone connections. She’s also a Trainer who helps the client in doing knowledge transfer. Another thing is that, She’s also a QA specialist who ensures that people in Manila is delivering high quality of work to our client. From a Network Engineer, Trainer and QA analyst, she was also doing Lead role. She’s the one who handles the team, conducting meetings, coaching, evaluating people and having calibration and meeting with the client.
Amery is a skilled IT Professional and ITIL Certified who was deployed as a BW Consultant. She developed her skills through experience and being assigned in different projects that dealt not only for development but also for support. She is also resolving issues in a project. She can do both IT resource and Project Manager Role.
She is capable of working independently as well as cooperatively with peers. She is able to communicate well with their international client/users and delivers in time what the user or client is requiring.
Amery is now a Service Delivery Manager who is in charge with the whole operations. Coordinating with the members, counterparts and clients.
SKILLS
Managerial Skills / Leadership Skills
Can communicate in English both written and orally
Practice professionalism and efficiency at all times
Customer relation skills
Recruitment process
Knowledgeable in the following:
oSAP Business Warehouse/ Business Intelligence
oSAP Business Objects
oSAP BI IP
oIT Infrastructure Library (ITIL – Certified)
oFinancial Accounting and Controlling Module (FICO)
oCisco Networking
oCircuit Connection and Trouble-shooting
oReporting
oApplication Software (Microsoft Word, Excel, Powerpoint)
WORKING EXPERIENCE
CGI
May 2015- Present
Service Delivery Manager
February 2020 – Present
-I am handling members from different projects and conducting 1 on 1 sessions every month with them.
-I am addressing all concerns and evaluating their performance.
-It is my responsibility to coordinate with HR regarding regularization.
-It is part of my job to create financial reports, forecast, and make sure we meet those numbers by managing the utilization of the team.
-We are also checking all possible risks and planning on how we mitigate those.
-I am also in charge in monitoring and managing the continuous improvement process and make sure we are checking, proposing and implementing improvements for the project.
Project Manager
November 2018 – Present
-My main responsibility is to check client’s needs and see what we can do to deliver those to make sure they are satisfied.
-I am managing FTEs under Service Desk, Application Management SAP, Application Management Win/WebDev and Infrastructure and M3. I am conducting daily meetings with the team to answer all concerns and ensure that everyone understands the target and expectations.
-I am also having weekly meeting with our counter parts in Belgium to discuss all issues, concerns and cascade to the whole team in Belgium and PH.
-As part of the management here in PH, I also worked with the other leads to analyse the data and reviewed if we can propose to move to Fixed Price. All data has been analyse and presented to the higher management.
-On top of that, I am also monitoring possible risks and implementing all solutions. Also, initiating and kicking off continuous improvements.
Service Controller
June 2018 – December 2018
-The main responsibility of a service controller is to make sure that we are delivering what the client expects from us. That includes handling and solving all tickets in a timely manner without errors.
-It was my job to coordinate with our counter parts in France to check all issues and ensure that all concerns will be addressed as soon as possible to avoid impact to the client.
-In addition, tasked to have meetings with the client to discuss all open tickets and what are the actions needed to resolve those.
-It was my job to lead the day-to-day operations
SAP BI Team Lead
April 2015 – June 2018
-As a SAP BI Team Lead, I was involved in all calls or projects assigned to my team. I am responsible with the workload management, coordination of issues and discussion with the client. As a leader, I make sure that we deliver 100% quality to the client and in timely manner.
-It is also part of my job to handle production issues regardless of complexity and urgency. We are also responsible in handling change requests that includes requirements gathering from the client, analysis and solution proposal. We also monitoring daily loads/process chains and fix all issues.
-We are also handling development through change request. We are involved in analysing the requirements and creating a solution with estimate hours to complete the development. We are also involved in designing that includes creating objects and reports.
-As a SAP BI Team Lead, it is part of my job to do both technical and management.
Junior Project Manager
-Worked directly with the client to creates service management documents and make sure all documents are standard and follows the brand. This is for both Service Desk and SHarepoint team under the same client
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ProAction Master
-Attended the training in India to represent PH for the Proaction Initiative.
Support lead
-Worked with a team to help the project with their backlogs.
Vestas Services
January 2013- April 2015
SAP BW Consultant
-In charge in resolving Low to High Incident related to reports and have met their SLA
-Analyzing and implementing changes in SAP BI and ECC.
-Monitor daily process Chains.
-Responsible in fixing failed and incorrect loads
-In charge in creating Incident, Change and Problem Record.
-Implementing Changes in design from Development into Production.
-Communicates issues to the different leads/Solution Managers of different Functional Areas
-Provides Support on Weekends, holidays and off-business hours by addressing user inquiries and issues.
-Provides Support during Month-End like handling critical issues, Month End Chains execution and Query Comparison
SAP Data Service Coordinator
-Creates Documents for all Data Service Jobs
-Creates an overview document of the project
-Creates a Support Structure to guide the team on the processes, structure and also in handling incidents.
-In charge in analyzing, resolving and executing failed jobs in Data Services.
Hewlett Packard
October 2010 – December 2012
Project Manager
-Responsible, together with Business Leader, for deliverables towards successful project implementation.
-Lead and carry out the execution of Analysis, Data Verification, Design & Development, BAT, Q-pilot, Parallel Run, Cutover & Verification and Project Closure Phases
-Lead/ensure that all Project Team Members carry out their work throughout the Project.
-Tracking of project tasks and review progress, project plan, issues/watchouts and risks
-Own milestone reviews
-Follow and adhere to the Project Controls
-Update and communicate support plans
-Completes EDGE Trainings
-Tailors project-level documents to define project level methodology.
-Conducts monthly Project Management Review with Delivery Manager, Quality team and Project team.
-Attends Quality Meeting w/ quality team.
-Facilitates Checkpoint Reviews every phase-end.
-Tracks estimated against actual effort per phase, specifically EDGE-related tasks (e.g., training, understanding/working on new templates).
-Provides feedback on EDGE Implementation.
-Already have Configuration Management and Starteam training.
Level 2 Support
-In charge in resolving Low to High Incident related to reports and have met their SLA
-Monitor daily process Chains.
-Responsible in fixing failed and incorrect loads
-In charge in creating Incident, Change and Problem Record.
-Communicates issues to the different leads/Solution Managers of different Functional Areas.
-Provides Support on Weekends, holidays and off-business hours by addressing user inquiries and issues.
-Provides Support during Month-End like handling critical issues, Month End Chains execution and Query Comparison
-Conducts Training/Shadowing session to a new hire
-Conducts issue investigation and diagnosis and provided resolution issues.
-Creates documentation for the solved tickets
-Performs testing when there is a system upgrade
-Responsible for daily, weekly and monthly task of a duty manager. Have a very critical and complex role.
Accenture
May 2008 – October 2010
Provisioning Engineer – SAP End User
VVIS Engineering Department
Smalband Engineering
2MB Engineering
-In charge in creating telephone circuit within Netherlands
-Designed circuits for activation orders
-Prepared removal orders
-Trained using the following systems:
oCramer (NIM)
oLVV
oKANVAS
oVVIS METAFRAME (LIVE)
SDH National
-In charge in creating telephone circuit across Europe
-Switching the circuits in a live system (Activation, Removal, Migration)
-Trained using the following systems:
oAlcatel-Lucent-1354RM (LIVE)
oMarconi Communications-Siemens (LIVE)
oCramer (NIM)
SDH International
-In charge in creating telephone circuit across Europe
-Switching the circuits in a live system (Activation, Removal, Migration)
-Trained using the following systems:
oAlcatel-Lucent-1354RM (LIVE)
oCramer (NIM)
oSAP
Order Intake Agent
Order Intake Department – Smalband - within Netherlands
-In Charge of the registration of Orders and creating Letters and all documents needed for the billing
Customer Delivery Processor
SDH International - across Europe
-In Charge of the registration of Orders and creating Letters and all documents needed for billing
Team OIC
- Interact with project’s client with regards to orders and escalations
- Planning team’s production
- Facilitates daily team huddle and weekly team meeting
- Handles escalation for both 2MB and SDH
- Serves as an Officer In Charge. Creating reports and managing all orders and leading people.
- In Charge in answering client call/conversation. And calibration with the client.
- In Charge in Monitoring and organizing the work load of the whole team
QA Task
- Perform QA task for VVIS and SDH Engineering and also for Customer Delivery
Trainer
- Trained new engineers/processors under SDH, VVIS, CUSTOMER DELIVERY service lines
Training
Vestas Services
BW Consultant – User Centricity
July 2013
Hewlett Packard
Technology Consultant – SAP BW/BI
October 2010
Hewlett Packard
Technology Consultant – SAP Business Objects
January 2011
Hewlett Packard
Technology Consultant – SAP FI/CO
July 2011
Hewlett Packard
Technology Consultant – SAP Support Management
July 2011
Hewlett Packard
Technology Consultant – ITIL
Certified
June 2011
Accenture Inc.
VVIS Provisioning
Utrecht, the Netherlands
July – August 2009
Accenture Inc.
SDH National and SDH International
Philippines
Accenture Inc.
ProAction
India
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